AccountId: 011433970860
ContactId: b458ba94-34ae-42a2-ae09-dcf38e6235f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 615210 ms
Total Talk Time (AGENT): 194181 ms
Total Talk Time (CUSTOMER): 367649 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/b458ba94-34ae-42a2-ae09-dcf38e6235f6_20250109T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, ma'am, [PII], um, I have a policy with APL and I received a letter in the mail yesterday stating that as of [PII], that policy is terminated and with a refund check and it said that they reached out to me and I did not respond.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I don't know what they're talking about because if they're talking about the letter that they sent that was due at the end of October, I sent that in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, uh.
[CUSTOMER][NEUTRAL] And I, I actually I scanned it. I emailed it to [PII].
[CUSTOMER][NEUTRAL] And then I called to make sure she got it and she told me that that would work.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm not sure what's going on.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] All right. We apologize for that miscommunication probably. Um, Miss, may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII] Last name is [PII]
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, Ms. [PII], um, do you happen to have your policy number on hand so I can look up what um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, let me see if it's on this paper that I'm, I have an eye condition, so I kinda have to blow it up.
[CUSTOMER][NEUTRAL] Uh, it is 2.
[CUSTOMER][NEUTRAL] 24732. Does that sound right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 24732
[AGENT][NEUTRAL] 24732, um.
[CUSTOMER][NEUTRAL] Oh, never mind. Hold on. I'm giving you the wrong thing. [PII], can you come look at this and tell me which one's the policy number? I've got that vapor up on here. It should be on here.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It can be um policy number or certificate number, one of those.
[CUSTOMER][NEUTRAL] OK, let's see because I was looking at a oh.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Let's see. He's getting the paper, but I, I was
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I thought it was, but I accidentally gave her the phone number. Let's see here.
[CUSTOMER][NEUTRAL] it should, it should. If not, it should be on here.
[CUSTOMER][NEUTRAL] Let's do that again.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the policy number is 2424049.
[CUSTOMER][NEUTRAL] 24 240049.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And give me just a second while I look it up.
[CUSTOMER][NEUTRAL] OK. No, I just told her I had to wind up scanning it back and sending it to [PII]. Yeah.
[CUSTOMER][NEUTRAL] Our post office was messed up through that summer, remember? Yeah.
[CUSTOMER][NEUTRAL] That's why that that's the only way she was able to do it. She said she was gonna send another letter in the mail, but we can go ahead and do it this way, you know, but I couldn't electronically sign it, but we had to print it out and had to do all that, yeah, and then I scanned it back.
[CUSTOMER][NEGATIVE] Because you got her email and yeah, I've got her email, yeah, where we sent it. No, I paid on it too long.
[AGENT][NEUTRAL] All right, Ms. [PII], um.
[AGENT][NEUTRAL] I was able to find your policy. Uh, do you mind if we verify your date of birth and address, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. No, I think I'm good. Um, and address is [PII].
[AGENT][POSITIVE] Alright, that is correct. And,
[CUSTOMER][NEUTRAL] I'm sorry, I got the crud.
[AGENT][NEUTRAL] No problem at all. I, OK, so I have your policy here and um I am not sure if you remember about what um the first correspondence from us was about boarding your um your policy.
[CUSTOMER][NEUTRAL] About what?
[AGENT][NEUTRAL] About, uh, keep your, keeping your policy with us.
[CUSTOMER][NEUTRAL] Yes, back in, uh, it was due at the end of October.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that is correct. OK.
[CUSTOMER][NEUTRAL] Yes, that's the one I'm talking about.
[AGENT][NEUTRAL] Alright, and you said that you already sent the paperwork to us. That is correct.
[CUSTOMER][NEUTRAL] Yes, I have the, the, I, I was in touch with A [PII] from there and I, I can even, um, scalar or something like that. I can bring up the email and spell it but uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I had, I had the.
[CUSTOMER][NEUTRAL] Texted her because it was due on the [PII] and we tried to electronically sign it uh we were out of town excuse me, on my husband's phone, but it would not let us send it back so I, I told her when we got back on the [PII], which was when it was due.
[CUSTOMER][NEGATIVE] that I, we would, I would do it on the computer. Well, when I did on the computer, it did it the same, it did the same thing that it did on the phone. So I emailed her and said, I emailed her back and said, um it's not working. I'm going to print it out and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Fill it all out, sign it and date it and email it back to you. And so then I did that and then when I, I, uh talked to her, she said, yes ma'am, we can make this work because I asked her I said, will that work or not and she said yes ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, my apologies, my, my colleague must have forgot to send in the paperwork for us to process, um, your, your portability, um, but I will try to look it up and see if we have it into our correspondence so we can go ahead and import that policy for you um because.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because yes, I am not able from my end, I'm not able to find anything from um from you keeping, wanting to keep your policy and everything. Um I will, I will ask for.
[CUSTOMER][NEUTRAL] OK, yeah, because I sent those, if you look those emails should be to [PII] from, uh, I mean I know you can't see her emails, but I sent them to her on [PII] and then [PII] again because I said uh oh no I sent them to her twice but I did.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. [PII].
[CUSTOMER][NEUTRAL] And that's when I called her and she said yes ma'am.
[AGENT][NEUTRAL] All right, Ms. [PII]. What is a good phone um phone number that we can call back to?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] Yeah, because I'm not planning on cashing this refund check they sent me um because I, I want it reinstated because I don't know what happened but.
[AGENT][NEUTRAL] Yes, what must have happened is that since we don't have um actually we are not able to find the portability um.
[AGENT][NEUTRAL] Documents so we received the money and provide it back since we didn't um process the paperwork. Mhm.
[CUSTOMER][POSITIVE] I mean, I can even email them to you. I can even email them to you right now with the date with the signature on it, or I can forward it to you. I think I can forward it to you.
[AGENT][POSITIVE] Yes, if we can do that, um, that will be great. That way I can go ahead and place um the tickets so we can process them as soon as we can.
[CUSTOMER][NEUTRAL] OK, well, let me, let me grab a pen and uh I think I can go because I'm gonna send items. I think I can forward it to your email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because we just got this yesterday and we were like
[CUSTOMER][NEUTRAL] Yeah. No, I'm gonna uh.
[CUSTOMER][NEUTRAL] I'm getting a pen so I can, I can forward try to, I think I can forward that sent email to her email so she can see because it's all dated and everything.
[CUSTOMER][NEUTRAL] Yeah, but I think I'll just have to forward it. I think because the they're attached right there, so I think uh.
[CUSTOMER][NEUTRAL] OK. What's the email?
[AGENT][NEUTRAL] All right, um, that will be [PII]
[AGENT][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, wait a minute. [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. Let me, I'm gonna send, I'm gonna uh forward those to you, [PII]. Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know if it'll have, now, it came from my husband's email because that's where we originally had them send it to, um, because I don't do email on my phone. And like I said, we were out of town. So I don't know if it'll have his name on it or if it'll have [PII]'s name on it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. uh.
[CUSTOMER][NEUTRAL] Just so just so you know.
[AGENT][NEUTRAL] Mhm. Sure. Um, I will also try to look it up and um investigate a little bit further so we can see if the, um, it was already placed and probably there was misplaced somewhere, um, but I will try to get it done as soon as possible and I will also um have someone to respond back once it's completed.
[CUSTOMER][POSITIVE] Perfect, perfect. I appreciate that, [PII].
[AGENT][NEUTRAL] All right. Mhm.
[AGENT][NEUTRAL] Mhm. Alright, is there anything else, Miss [PII]?
[CUSTOMER][NEUTRAL] All right. I'll
[CUSTOMER][NEUTRAL] No, ma'am. I will send that to you right now.
[AGENT][POSITIVE] All right, well thank you very much for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.